Basic Policy on
Customer Harassment
カスタマーハラスメント
Basic Policy on Customer Harassment
We believe it is essential for our hotel staff to foster relationships
with our guests while creating a workplace environment where each individual's
physical and mental well-being is maintained, their dignity is never compromised,
and they can work with peace of mind and a smile.
This time, our hotel has formulated and is publishing a “Customer Harassment Action Policy” based on the Ministry of Health, Labour and Welfare's “Corporate Manual for Countermeasures Against Customer Harassment” (https://www.mhlw.go.jp/content/11900000/000915233.pdf) and the Hotel Business Act, from the standpoint of protecting our hotel staff.
Please understand that this policy was not created to exclude valuable
feedback from our guests.
Definition of Customer Harassment
Based on the content outlined in the “Customer Harassment Response Manual for Companies” published by the Ministry of Health, Labour and Welfare, we define customer harassment as follows: Among customer complaints or statements, those where the means or manner of fulfilling the request is deemed socially unacceptable in light of the reasonableness of the request itself, and where such means or manner harms the working environment of staff.
Acts constituting customer harassment
This policy complies with the “Corporate Manual for Handling Customer Harassment” published by the Ministry of Health, Labour and Welfare. Please note that the following descriptions are examples and are not intended to be exhaustive.
When the content of requests from customers or others lacks validity
・When no defect or negligence is found in the products or services provided by this hotel (demands exceeding reasonable quality standards)
・When the content of the demand is unrelated to the products or services provided by this hotel
・When monetary compensation, product exchange, etc., is demanded without reasonable grounds
・When an apology, etc., is demanded without reasonable grounds
・When specific staff members are demanded to handle the matter, apologize, etc., without reasonable grounds
・When the means or manner used by the guest to achieve their demand is deemed unreasonable by social standards
・Physical assault (assault, battery)
・Psychological assault (threats, slander, defamation, insults, abusive language)
・Intimidating behavior (shouting, threatening)
・Demanding a formal bow of apology (dogeza), demanding apologies from the president or other executives, or demanding internal disciplinary action against staff
・Persistent (repeated) and relentless (annoying) behavior, or demanding repeated meetings or phone calls without reasonable justification
・Constraining behavior (refusing to leave, occupying premises, confinement), or actions that unreasonably detain hotel employees for extended periods through meetings, phone calls, etc.
・Demanding that hotel staff be summoned outside hotel premises without reasonable cause to respond, apologize, etc.
・Discriminatory remarks
・Sexually suggestive remarks
・Attacks, demands, or privacy violations targeting individual staff members
・Defamatory statements online, persistent contact via email/SNS, etc.
・Acts causing property damage (damage, destruction, use beyond normal scope)
We kindly ask our guests to refrain from any behavior that constitutes customer harassment, including the actions listed above. We appreciate your understanding and cooperation.
Response to Customer Harassment
Should any behavior constituting customer harassment occur, we will take
firm action to protect our staff. This may include refusing facility use
and suspending or terminating contracts for lodging, food service, or other
agreements with the customer. We will also collaborate with external professionals
such as police and attorneys to handle the matter strictly, including pursuing
legal action if necessary.
Notice to Our Customers
The majority of our guests enjoy their stay at our hotel without encountering any of the situations described above. However, should any behavior constituting customer harassment be confirmed, we will respond firmly in accordance with this policy. We will continue to strive to provide our guests with the highest quality service. We sincerely appreciate your continued understanding and cooperation.
